Bass Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
My complaints in the original report HAVE NOT BEEN responded to! My home warranty; includes.....Air Conditioning System, heating system..... D. Coverage, 4. Air Conditioning/cooler, include.....All components and parts. 5. Heating system, included; all components and parts necessary for the repair of the heating system. 19. .....Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will our liability exceed $1500 per contract item for access, diagnosis and repair or replacement. On 12/11/16, I called for service on my A/C Central heat & air unit. I was given a claim number [redacted].   On 12/13/16, (still without heat), a service technician evaluated the unit and found it to have a defective compressor. He reported that to Choice Warranty.  Why Did I have to wait two days without heat? Your contract states 24/7, your service technician stated, "They will not pay for weekend service! On 12/13/16 Choice warranty made a call to me stating that my warranty service was denied because  a safety switch was BYPASSED. Why did you accuse me of defeating a safety device that caused my equipment failure? On 12/13/16 I called Choice Warranty while their service man was still present. I asked the service man what safety switch was bypassed. The technician responded "no safety switches were bypassed. I demanded that you accept this as a warranty! The lady on the phone disappeared for a few min. Then returned with a statement that "this is not normal wear and tear" and it is still denied. Why, when I proved you a lire, did you change your excuse, from the safety switch to wear and tear? I refused to accept that reply so she left the phone again for a while, then she returned with a different statement "the compressor shorted out and that is not normal wear and tear, so it is still not covered". Again I would not accept those responses, Why, when I refused to accept your third, different, response, have you changed it again? My copy of the contract does not have the statement, "...Shorted out compressor is not normal Wear and Tear." in it. I threatened the possibility of further action and it might include legal action. Latter on that day I received another phone call from Choice Warranty, this time I was offered financial assistance in the amount of $300.00 to which I replied, (I will consider that and let you know!. Why, when I refused to accept any of your exceptions, did you offer me the financial assistance?   I your letter to Revdex.com you emphasize "INCLUDED" under the terms...   My contract page five, section D. COVERAGE, sentence 4. AIR CONDITIONING, stated "INCLUDED: ...central air conditioning ...All components and parts... So what is the question of INCLUDED? My A/C and components are included/covered. You respond "This failure occurs from the compressor overheating and damaging the internal windings." You are correct, but in complete! In fact the compressor, if not out of oil, overheats due to the mechanical portion of the pump binding up due to wear, draws excessive current through the coils and eventually shorts out. This supports that the compressor had a mechanical failure that resulted in an electrical failure. You respond "According to our policy, this failure is not normal wear tear which would not be covered under our policy" I disagree with that statement. I went to the URL you provided, http://www.choicehomewarranty.com/useragreement, that statement DOES NOT appear anywhere that I could find, even after hours of searching all of the links provided. If you want your policy to exclude more than what is listed under Excluded, you will need to expand it. Furthermore I could not find, on your URL, any definition of "Normal wear and tear". So I searched Wikipedia, and British Dictionary Excuse #1 "a safety switch was BYPASSED."Excuse #2 "this is not normal wear and tear" and it is still denied."Excuse #3 "the compressor shorted out and that is not normal wear and tear, so it is still not covered". NEW EXCUSE #4 "per our inside technical staff CHW would not cover this claim due to the failures not being of normal wear and tear, the compressor continues to trip the breaker would not constitute of something that normally happens to a unit. "NEW EXCUSE #5 "...failures that we believe is normal wear and tear. "NEW EXCUSE #6 "...We ask that you also review Section F. Limitations of Liability #12 as this could have been prevented with proper routine maintenance therefore it is not normal for a unit to fail as such. UN ANSWERED QUESTIONS;Why, when I refused to accept any of your exceptions, did you offer me the financial assistance?Why Did I have to wait two days without heat? Your contract states 24/7,Why did you accuse me of defeating a safety device that caused my equipment failure?Why, when I proved you a lire, did you change your excuse, from the safety switch to wear and tear?Your response also states, "Our policy covers normal wear and tear of mechanical failures; please see Section A. Number 2.Please explain what mechanical failure is covered in my; Refrigerator, Water Heater, Electrical System, Plumbing Stoppage, Microwave, Oven/Range, Cooktop, Ductwork, Limited Roof Leak, Stand alone Freezer, Septic System.  CONCLUSION; My copy of the contract does not have YOUR definition of wear and tear.Your web site does not have any definition of wear and tear.Without your definition of wear and tear, we will have to depend on the one provided by the industry!My copy of the contract does not have the statement, "...Shorted out compressor is not normal Wear and Tear." in it.You commented that you would have covered a mechanical failure! this was a mechanical failure, so you need to cover it!"...per our inside technical staff CHW would not cover this claim due to the failures not being of normal wear and tear, the compressor continues to trip the breaker would not constitute of something that normally happens to a unit."  is not displayed in my copy of the contract, nor is it on your website!A contract is the things, and only the things, written down within the four corners of the contract. you FEELINGS have no bearing on a contract.You now accuse me of not performing, "routine maintenance", again you are wrong, regular maintenance has been performed!You response "This failure occurs from the compressor overheating and damaging the internal windings." You are correct, but incomplete! In fact, the compressor, if not out of oil, overheats due to the mechanical portion of the pump binding up due to wear, draws excessive current through the coils and eventually shorts out.Under these conclusions you are in depth to me for the sum of $1,500.00    wear and tear  noun 1. Damage, depreciation, or loss resulting from ordinary use Wear and tear is damage that naturally and inevitably occurs as a result of normal wear or aging. It is used in a legal context for such areas as warranty contracts from manufacturers. Wear and tear - Wikipedia https://en.wikipedia.org/wiki/Wear_and_tear   wear and tear  or wear-and-tear  [tair]  Spell Syllables  ·        Word Origin  See more synonyms on Thesaurus.com  noun 1. Damage or deterioration resulting from ordinary use; normal depreciation. Origin of wear and tear British Dictionary definitions for wear and tear Expand     Your response also states, "Our policy covers normal wear and tear of mechanical failures; please see Section A. Number 2. Please explain what mechanical failure is covered in my; Refrigerator, Water Heater, Electrical System, Plumbing Stoppage, Microwave, Oven/Range, Cooktop, Ductwork, Limited Roof Leak, Stand alone Freezer, Septic System. We have also emailed you a copy as well as mailed a copy of your policy to you for you to review. NOT RECIEVED! Please stop procrastinating and looking for excuses, SIX (6) NOW, not to make good. Please send me my $1,500.00 that was covered under this policy! Regards, [redacted]

This claim was processed in accordance to the terms of the CHW policy. Under the terms of section Letter F, Number 19, secondary damages are not covered. The damage was already done since the compressor had failed and the Freon was low. Not only was the Freon low, but the unit was shorted, windings were bad. If you believe there was an error on behalf of the technician, please contact that company directly as we are not responsible for any negligence done by the technician. Regards, CHW

Complaint: [redacted]
Yet to receive any email from the service technician - I check my spam and junk folders every day, no message from [redacted] Quite frankly, I find it ridiculous having to go back & forth on this simple request. I've reached out to both Choice Home and Cumberland services several times for this and I find this to be very poor customer service.
Regards,
**

CHW has processed the claims in accordance with the policy. There have been no statements or actions performed to avoid the payment of claims. If you have any questions, please call the customer service team at ###-###-####.   Regards, CHW

Dear [redacted], The pictures that we received and had our inside technical staff go over along with the diagnosis shows us that this is not normal wear and tear. The diagnosis stating that the compressor has grounded shows a lack of proper routine maintenance, the condenser is rusted and oxidized in poor condition which is not covered under our policy, Section F. Limitations of Liability #8. If there is any type of failure that is caused by rust or corrosion, normal or not, CHW does not cover it. Please feel free to provide us with the second opinion that you have and we can review. Please have your tech contact us at ###-###-####. Thank you, CHW

Dear Ms. [redacted],After reviewing the claim, I do see that Regina was trying as a good faith effort to help resolve a claim that was not covered per our policy and she was doing it in the most cost effective way for your mother, this being that a new unit would cost more than our policy offers.  Please see Section F. Limitations of Liability #19 that states:“..You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or replacement.”To resolve this matter, CHW is willing to provide you with $1500 and then we would terminate the policy.  If you agree to these terms and conditions, we will send a check to the address we have on file. However, if you would rather have a full refund of the paid policy, we would be willing to provide that amount to you despite that we have paid $325.00 on claims.  The amount of the paid policy is $1050.00 that we can credit back to the credit card that was used to purchase the policy.  This is a goodwill gesture as well since our policy states in Section L. Cancellation if a policy is cancelled, you would receive a pro-rated refund minus claims paid, as well as a charge of an administrative fee.Again, our offer is a goodwill gesture to provide your mother with a check for the maximum amount per the policy OR a full refund since you do not think that the unit can be fixed. We will be willing to provide one or the other, please note our checks do take 30 days to receive from the date you send back the form. Please advise me of which you would like to receive and I will send the form for your signature. Sincerely,Tracy M

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback...

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   A review of the claim shows that the claim was handled properly. After the part was ordered in accordance with the diagnosis initially, it was determined that the part wasn’t accurate and the unit couldn’t be repaired. Section Letter F, Number 16 states, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance”. As the CHW was attempting to work with you and further explain in detail the amount, you disconnected the call. This was also done during a previous conversation when you were speaking with a manager at CHW who was attempting to explain the parts being ordered, the shipping and arrival date. An email was sent to you advising that the call was disconnected prior to the request being processed and a request that you call the team back directly to assist you. You may call the CHW customer service team directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],
Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously....

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]
Upon review of your claim, we see that the cause of the failure was due to the rust and corrosion of the screws. Per our policy, Section F. Limitations of Liability #1 & #8 state that we do not cover failures due to rust or corrosion.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Complaint: [redacted]
I am rejecting this response because:
There was no correspondence regarding a test that needed to be completed by the owner.  I have had the same issue with the a/c unit since 2012.  Each time there is an issue with a leak, and for 4 years, I was not told that this test needed to be done in order for the unit to be covered.  If this is the case, why wasnt service rejected back in March 2016? Also the years 2015, 2014, 2013, and 2012 that Ive had it serviced?
Regards,
[redacted]

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   Upon review of your claim it appears that your claim was handled in accordance with the policy section Letter D, Number 4. CHW does not cover repairs related to condenser casings.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback...

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Records don’t show a claim that was processed for an air conditioning unit with this address , however there is a claim at another location. Claim #[redacted] for the air conditioning unit was processed in accordance to the policy. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. Based on the diagnosis the technician provided to CHW the compressor of the unit failed due to the internal windings shorting to the ground. This failure is one that occurs from the compressor overheating, damaging the internal windings and shorting the compressor. This is not normal wear and tear.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:   CHW has absolutely no consistent policy at all.  What reimbursment policy.  This is the very first time anyone has mentioned a reimbursement policy that I can remember.  CHW has told me at least 3 different times they would not reimburse me the $150.00 that I paid to their con man of a technician.  CHW has basically admitted that their con man tech was negligent by quoting their " Section F: Limitations of Liability....CHW not responsible for "TECHNICIANS NEGLIGENCE". By quoting this CHW is saying they could send any BOZO of a tech to my house that could basically, "negligently" burn my house down and I would be responsible for it.  I would wish that CHW would ADVERTISE this to all their current and future customers. I could pretty much guarantee they'd be out of business within a month.I want my $480.00  that I paid for the original contract PLUS the $150.00 I had to pay to their self admitted incompetent tech.  I would LOVE for the Revdex.com to post any or all of CHWs and my experiences and CHWs unwillingness to take responsibility for sending, in their own words, an "incompetent technician." I would also like to note their terrible customer service service.  I must have spent between 10 to 15 hours ON HOLD just trying to go through their process of customer complaints. This is one of the worst run companies I've dealt with in 18 years of home ownership.Sincerely,
[redacted]

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]Upon review of your policy, I do see that CHW has assisted you in previous claims amounting to $440.78. The last claim that you placed for your plumbing system was not a covered claim due to the fact that CHW does not cover zoned systems per section D. #5 of our policy.We do understand that you would like to cancel your policy, please refer to section L. Cancellations and see that you would pay a $50 administrative fee and be provided a pro-rated refund of the remaining months minus claims paid, therefore you would not have a refund.As a goodwill gesture, CHW will offer to provide you with the amount that you paid for the policy $525.00 minus claims paid $440.78 and we will not take the $50 administrative fee.  This will provide you with a refund of $84.22. Your policy is documented, if you would like to take this goodwill offer. We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,CHW

Complaint: [redacted]
I am rejecting this response because: the unit was running fine up until the day it failed. The fan was replaced and the fan did not fail. The clip providing power was bad. The fan itself is fine. Another miss diagnosed issue from CHW.  
Regards,
[redacted]

Hello, There is no record of a call made from a technician for a pre-authorization for this claim. Please ask your technician for the authorization number provided so that we can proceed accordingly with this claim.  Regards, CHW

Dear [redacted],                          Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable...

way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the claims shows they were handled properly. CHW provided you with the reimbursement forms to have the dryer claim processed and the information was not received. The claim for the air conditioning unit was not covered according to the policy. Based on the diagnosis received, the compressor on your air conditioning system failed due to the internal windings that had shorted to the ground. This is a failure that occurs from overheating. This is not something that occurs from normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is not responsible for repairs related to normal wear and tear.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Section Letter F, Number 12 states “We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement”. CHW is not responsible for providing proper routine maintenance and doesn’t maintain records of maintenance.   Regards, CHW

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the claim shows that the claim was handled according to the policy. CHW received a diagnosis that the remotes aren’t working and there is no problem with the opener. Remote receiving/transmitting devices are not covered under the policy. Other than that, there are no mechanical failures. Please call the CHW customer service team directly at ###-###-#### if you have any questions.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],
Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. ...

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.
Upon review of your claim, we do see that CHW has assisted you with a goodwill gesture to cover the cost of this unit. Please understand that our policy does not cover any type of failures that are pre-existing to the policy start date. The policy that was purchased on 3/13/17 and began on 4/13/17 could not have had a failure such as this within the time frame that you had the policy which would make it pre-existing however again, CHW has provided the funds to cover the claim.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   Upon review of your claim it appears that your policy was handled in accordance to the terms outlined in section F, Number 1, CHW is not responsible for repairs due to rust and corrosion.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Additionally, secondary damages are not covered.   Regards, CHW